At Coast Hotels, Safety Comes First
At Coast Hotels we’re well known for our friendly service. While a welcoming home-away-from-home stay is always our goal, currently we’re extremely mindful of the world-wide focus on the 2019 Novel Coronavirus – COVID-19. Coast Hotels takes our responsibility with COVID-19 very seriously. At this time travel safety and travel flexibility are our top priority.
Your Travel Flexibility
If you are looking to book accommodation with Coast Hotels, you can book with confidence knowing that our Best Available Rate is fully cancellable up to 24-hours in advance of your stay date. In this ever evolving COVID-19 situation, embracing the flexibility of our cancellable rate options is prudent.
Should you have an existing reservation (made before March 12, 2020) Coast Hotels will accept cancellation of individual bookings, for stays until June 30, 2020.
For group and catering bookings, Coast Hotels is committed to working with our clients. Please contact the property level sales associate, so conversations associated with re-booking, release dates, and resolution can be discussed.
For both group and individual bookings, in cases where a booking has been prepaid, or a deposit has been accepted for a booking, the deposit will be held as a credit for one calendar year – to be applied to a future booking or function. The calendar year associated with credit will align with the cancellation date.
Should you have booked a Coast Hotels property through an online travel agent (OTA), such as Expedia or booking.com, please contact that company directly in order to complete a cancellation or change, according to the terms, conditions and policy of that organization.
For our Coast Rewards members, we value your ongoing loyalty and want to continue to show appreciation, though the current travel environment may limit your ability to enjoy stays with us.
- Tier Status Freeze Enjoy the tier status that you earned. We are freezing all tier level achievements made in 2019 and extending that status for a further year. You can still advance tier levels, but we will not roll you back.
- Points Expiration In addition to tier status, your active member status is on pause until Jan 2021. As long as you’re active within 24 months of that date your points will be there when you are ready to use them.
- Voucher Expiration Vouchers set to expire in 2020 will be extended upon request by one year. You can request an extension by reaching out to our member services team at firstname.lastname@example.org
Your Travel Safety
At Coast Hotels we have developed COVID-19 best practices and processes which are implemented at all of our properties.We ask all guests to respect physical distancing, exercise personal hygiene best practices, and in accordance with direction from the World Health Organization, encourage guests to wear face masks when in public areas.
1. Cleaning Protocols
Coast Hotels tracks the cleanliness of its properties through regular audits and through guest post-trip survey scores. Our hotels are very competitive about their scores, as the properties take great pride in maintaining a clean and welcoming environment for guests. While Coast Hotels’ regular cleaning protocols are rigorous, Coast Hotels has put additional protocols in place during this period where the containment of COVID-19 is paramount. Properties have increased the frequency of cleaning key public spaces, wiping down frequently touched items such as elevator buttons and door handles with a peroxide-containing, germ-killing formula. Guest rooms are now left idle for 24 hours after guest checkout, before a thorough cleaning takes place. Properties have also been advised to remove non-essential decorative items, such as throw pillows.
2. Hotel Amenities
Coast Hotels has closed, paused or limited the availability of some hotel amenities including business centres; food & beverage operations; and recreational facilities including pools, fitness centres, hot tubs and saunas. These adjustments to available amenities will remain until new direction is received from local health authorities.
3. Unwell Guests or Ambassadors
We have advised our Coast Hotels ambassadors to stay home if they are exhibiting symptoms that align with COVID-19. Should an ambassador start to show symptoms of COVID-19 while at work, the ambassador will be instructed to immediately don a mask and return home immediately, and promptly contact their doctor, local health authority or, in some geographic areas telehealth services are available; e.g. Healthlink service is available in BC, AB and SK by dialing 811. Any affected work areas and equipment will immediately be sanitized.
Should a guest at the hotel be identified as unwell, the General Manager or designate will contact the individual to determine if they are exhibiting symptoms of COVID-19 including:
- High fever
- Sore throat, cough, chest congestion, difficulty breathing
- Muscle aches and pain
- Whether they have been in contact with someone diagnosed with COVID-19
If two or more of the identified symptoms and/or situations are true for the individual, the individual will be asked to self-isolate, and a doctor will be contacted on their behalf so that the individual can be evaluated. Staff who have had contact will be asked to don masks, leave work, and affected areas will be sanitized.
Should a Coast Hotels guest or ambassador be identified as having a confirmed case of COVID-19, the local health authority will be immediately contacted, and the property will follow all associated direction from their local health authority.
4. Personal Hygiene Best Practices
All ambassadors have been reminded of best practices associated with minimizing exposure and spread of germs and associated illnesses. Diligence in regular hand washing, the use of anti-bacterial formulas, coughing or sneezing into their sleeve (never hands) and minimizing face touching has been communicated to our ambassadors. We ask the same of our guests.
5. Payment Methods
Effective immediately, all guests must provide a valid credit card with matching identification card upon check-in. Accepted cards include Mastercard, Visa, American Express, JCB and Discovery Card. Cash and debit can be used as tender at time of check out.
The 2019 Novel Coronavirus presents a challenge for businesses such as Coast Hotels, where human interaction and connection is core to our ambassador’s and guest’s experience. We understand the necessity of prioritizing guest and ambassador safety at this time and our goal is to respect the processes and protocols while ensuring a warm and welcoming experience.